Pushing RBH's digital customer service ahead of the curve

We designed and developed RBH's brand new website, built in Umbraco. It's been carefully designed to feel more relevant to RBH’s individual neighbourhoods, as well as taking on a fully-responsive, mobile-first approach, making sure tenants can use the platform regardless of the type of device they use. 

We based our design process upon extensive customer research and feedback to meet RBH’s goal of creating a website designed with its tenants’ needs and preferences in mind,  providing them with effective, engaging digital solutions. We carried out an extensive technical consultancy and discovery phase to understand the full requirements and scope of the project, working with RBH to clearly outline the challenges of its infrastructure. 

COVID-19 forced digital transformation in many ways. We were quick to implement a Crisis Communication Chatbot - something that RBH knew they needed to have when they launched their new website. The integrated chatbot built in HubSpot has been utilised as a digital solution to signpost tenants to self-solve common queries about COVID-19 and direct them to helpful resources.

During our work with RBH, it also became apparent that they were in need of a customer self-service portal. And after an extensive collaborative consultancy phase, we at Prodo provided a bespoke portal that allows RBH customers to check their account balance, pay their rent, report repairs, and book appointments. All transactions that would have previously required a call or face-to-face meeting with the customer to complete.